The Ugandan Jobline

• First point of contact and day-to-day
  technical support to end users.
• Regular travel to the field offices to
  offer ICT support
• Capacity building field ICT point persons
  on first line ICT support
• Responds to Level 1 and 2 support requests
  via multiple sources such as phone, e-mail and remote tools.
• Logs call data into the service now
  system.
• Interacts with clients in a courteous and
  professional manner.
• Provides user access service to business
  applications
• Collaborates in the development of
  service-level objectives and takes steps to meet or exceed targets.
• Explains service procedures to clients.
• Follows up in a timely manner to ensure
  customer satisfaction
• Play a focal role in organizing and
  executing scheduled ICT clinics and knowledge transfer sessions both at
  the head office and field offices

• Takes part in the deployment of new or
  upgrade information technology and infrastructure projects, including
  assisting co-workers and vendor partners.
• Installs and performs minor repairs to
  software, and peripheral equipment, following design or installation
  specifications.
• Provides on-going support of client
  technology
• Coordinates the deployment of new or
  upgraded images, software and hardware for multiple clients.
• Configures and installs desktop PCs,
  peripheral equipment, laptops and other mobile devices.
• Follows established procedures for
  performing configuration changes, updates and upgrades.
• Offers technical support to meetings that
  include video conferencing.
• Diagnoses and resolves client workstation
  and mobile device hardware and software issues.
• Provide Level 1 support for all
  Infrastructure and connectivity challenges.

• Adheres to the integrity of controls, regulations
  and guidelines.
• Ensure data protection and backup of user
  data with WVK’s data server.
• Regularly reviews operation processes to
  ensure consistent approval and compliance.
• Makes recommendations and changes as
  appropriate.

• Work with Internet Access Service
  Providers to ensure the Service Level Agreements (SLAs) are adhered to and
  outages are reported and escalated in a timely manner with rebate given
  for downtimes experienced.
• Support various productivity tools such as
  Mobile Phones, PDAs, Blackberrys, WeBex, Skype, WebCams, portable computer
  accessories

• Tracks performance metrics.
• Reviews tracking log to identify recurring
  problems, or problems affecting a large number of clients.
• Take part in the integration and user
  acceptance testing.
• Manage the customer satisfaction surveys
  in conjunction with the Customer Service Lead
• Analyze and report the recommended
  improvements resulting from the customer satisfaction survey.

• Creates, modifies and reviews
  documentation of issues resolutions.
• Updates configuration management tools.
• Develops and delivers documentation to
  ensure appropriate end-user support.
• Develops and documents procedures for
  performing configuration changes, updates and upgrades.
• Promptly and properly escalates unresolved
  issues, including complete problem descriptions, documentation of all
  actions performed, and all other pertinent details.
• Creates and submits documented resolution
  to Knowledge Base.
• Updates manuals/guides to incorporate new
  recommended products.

• The ideal candidate for the World Vision ICT
  Officer- Customer Support job opportunity should hold a Bachelor’s degree
  in Information Technology, Computer Science, Computer Engineering or
  relevant field from a recognized university.
• A minimum of three years’ experience in a
  networking/telecommunications environment
• ITIL Certification is a MUST for this
  position plus A+, N+ and MCP certification.
• Extensive knowledge of telecommunications
  technologies (wireless networks) and Network Architectures for both Local
  Area Networks and Wide Area Networks
• Excellent working knowledge of Internet
  technologies, including: TCP/IP suite of protocols; Internet security;
  Internet routing; Voice over Internet Protocol)
• Good working knowledge of Microsoft
  Windows Operating Systems configuration and administration
• Good working knowledge of office
  automation applications (Microsoft Office) and Lotus Notes
• Excellent communication and inter-personal
  skills. Must be able to work in a multi-cultural environment
• Excellent analytical, problem solving and
  negotiation skills
• Customer-focused. Must demonstrate a
  strong willingness to meet the customer’s needs while balancing the
  organization’s needs and priorities
• Demonstrates eagerness and aptitude for
  acquiring necessary technical knowledge, skills and judgment to accomplish
  a result or to serve a client’s needs effectively

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